Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Q: I’m curious about providing “wow experiences” for our customers as a way to elevate the customer service we’re currently providing. Candidly, we have so much trouble just getting through the day ...

Think about how you feel as a customer when you enter a business looking for products or services, only to have an employee(s) treat you as an inconvenience. They may end up helping you, but clearly, ...

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...